TRACE A PHONE SUPPORT GUIDE
Version: 1.0 Last Updated: 2 November 2026
Contact: casefiles.support@newversion.studio
TABLE OF CONTENTS
1.0 Getting Started 2.0 Frequently Asked Questions (FAQ) 3.0 Hints and Getting Unstuck 4.0 Purchases and Subscriptions 5.0 Troubleshooting 6.0 Privacy and Your Data 7.0 Technical Support
1.0 GETTING STARTED
1.1 WELCOME TO TRACE A PHONE
Trace a Phone is a phone-investigation mystery game. You are handed a stranger's phone, unlock it, dig through its messages, photos, maps, notes and other apps, pin the evidence that matters, answer the client's questions and accuse a culprit.
Everything on the in-game phone is fictional. There are no accounts and no sign-in: just download and play. When you start, you sign your detective badge with any name you like (or skip it); you can change it any time in Settings, and it never leaves your device. The tutorial and the first full case are free.
1.2 AVAILABILITY
iOS: Apple App Store
Android: Google Play
macOS: Mac App Store
1.3 HOW TO PLAY
Pick a case on the Case Board and read the briefing from your client.
Open the phone and unlock it.
Explore the apps. Read messages, check photos and locations, and look at notes, calls and anything else on the phone.
Pin evidence that seems important so you can find it again.
Answer the client's questions as you find the answers.
When you are ready, make your accusation.
Take your time. Details that look small often matter.
2.0 FREQUENTLY ASKED QUESTIONS (FAQ)
Q: Is Trace a Phone free? A: The tutorial and the first full case are free. The rest of the cases are unlocked with the Detective Pass subscription or with one-time purchases. See Section 4.0.
Q: Do I need an account? A: No. There are no accounts and no sign-in. Your purchases are tied to your Apple Account or Google account.
Q: Are the phone numbers real? Should I call them? A: No. All phone numbers, people, places and brands in the game are fictional. Numbers use fictional ranges and are not meant to reach anyone. Please do not call or text them.
Q: Is any of this based on real events? A: No. All characters and events are fictional. Any resemblance to real persons or events is coincidental.
Q: What age is it for? A: Trace a Phone is a grounded crime thriller rated for teens (12+ / Teen; the exact label varies by store). It has mild crime and violence themes and no graphic content.
Q: Do you collect my data? A: No. We do not collect any personal data. There are no ads, analytics or tracking. Your progress is stored only on your device. See the Privacy Policy.
Q: Does it need an internet connection? A: Playing the cases does not need a connection. Viewing and buying purchases, and Restore Purchases, need a connection to the App Store or Google Play.
Q: Will new cases be added? A: We keep adding new cases over time. This is our intention, not a guarantee, so dates and numbers can change.
3.0 HINTS AND GETTING UNSTUCK
3.1 I AM STUCK ON A QUESTION
Re-read the client's question. The exact wording often points to what you need to look for.
Check the pinned evidence board and review what you have already found.
Try each app on the phone, including less obvious ones such as notes, photos, maps and call logs.
Check dates and times on messages and photos. Comparing them often reveals the answer.
Search for names and places that appear in more than one place.
Use a hint.
3.2 HOW HINTS WORK
Hints are available for each question. Early hints are a gentle nudge. Later hints are more direct. The Detective Pass includes unlimited hints. Without the Pass you use hint credits; you can buy hint packs of 10 or 40.
Hint packs are consumable purchases. Once you use them, they are gone, and they cannot be restored with Restore Purchases. Remaining hint credits are stored only on your device.
3.3 THE GAME SAYS MY ANSWER IS WRONG BUT I AM SURE
Answers are matched against the accepted answers for that question, so try rephrasing (for example, a full name instead of a first name, or the exact time or place shown in the evidence). If you are certain you have found a genuine problem, see Section 7.0.
4.0 PURCHASES AND SUBSCRIPTIONS
4.1 WHAT IS AVAILABLE
Detective Pass (auto-renewing subscription): $2.99 per week or $9.99 per year (US prices; they may vary by region). Unlocks every case plus unlimited hints.
Lifetime (one-time purchase): unlocks every case, including every case we add later. Hints are not included.
Single-case unlocks (one-time purchase).
Hint packs of 10 or 40 (consumable).
All payments are processed by Apple or Google. We never see your payment details.
4.2 RESTORE PURCHASES
If you reinstall the App or use a new device, restore your purchases:
Open Trace a Phone and go to Settings, or open the paywall.
Tap Restore Purchases.
Make sure you are signed in to the same Apple Account or Google account that made the purchase.
Restore Purchases brings back one-time purchases and an active subscription. It does not restore game progress or spent hint packs.
4.3 MANAGE OR CANCEL YOUR SUBSCRIPTION
Subscriptions are managed by the store you bought from. We cannot cancel for you. Deleting the App does not cancel a subscription. Turn off auto-renew at least 24 hours before the end of the current period; you keep access until the period ends.
iOS (iPhone and iPad):
Open the Settings app.
Tap your name, then Subscriptions.
Tap Trace a Phone.
Tap Cancel Subscription and confirm.
macOS:
Open the App Store app.
Click your name at the bottom left of the sidebar, then Account Settings.
Find Subscriptions and click Manage.
Click Edit next to Trace a Phone, then Cancel Subscription. (Or: System Settings → your name → Media & Purchases → Manage next to Subscriptions.)
Android:
Open the Google Play Store app.
Tap your profile icon, then Payments & subscriptions, then Subscriptions.
Select Trace a Phone.
Tap Cancel subscription and follow the prompts.
4.4 REFUNDS
Refunds are handled by the store you bought from, not by us:
Apple: https://reportaproblem.apple.com
Google Play: https://play.google.com/store/account/orderhistory → "Report a problem" → "Request a refund"
For problems the store cannot resolve, email casefiles.support@newversion.studio.
4.5 I PAID BUT MY PURCHASE IS NOT SHOWING
Confirm the purchase completed in your store account.
Tap Restore Purchases (Section 4.2).
Make sure you are signed in to the same Apple Account or Google account that made the purchase.
Check your connection and restart the App.
If it still does not appear, contact us with your platform and your order number (Section 7.0).
Purchases do not carry across stores: an Apple purchase will not unlock the Android app, and the other way around.
5.0 TROUBLESHOOTING
5.1 MY PROGRESS IS GONE
Progress is stored only on your device, in the App. We have no servers and no accounts, so we cannot recover it. Progress can be lost if you:
Uninstalled and reinstalled the App
Used Settings → Reset all progress
Moved to a new device without a full device restore
Cleared the App's data (Android)
Your purchases can be restored (Section 4.2), but progress and spent hint packs cannot.
5.2 HOW DO I RESET MY PROGRESS?
Open Settings and choose Reset all progress, then confirm. This erases your game progress (cases, saves and stars) on this device and cannot be undone. Your settings, remaining hint credits and purchases are kept.
5.3 THE APP CRASHES OR FREEZES
iOS / macOS:
Force quit Trace a Phone and reopen it.
Restart your device.
Update the App and your operating system.
Android:
Settings → Apps → Trace a Phone → Force stop, then reopen.
Restart your device.
Update the App in Google Play and update Android. (Avoid "Clear data" unless you want to erase your progress.)
5.4 THE APP LOOKS CUT OFF OR STRANGE ON MY SCREEN
Please tell us your device model and operating system version (Section 7.2) and attach a screenshot.
6.0 PRIVACY AND YOUR DATA
We do not collect any personal data.
Your progress, settings and purchase entitlements are stored only on your device.
The App makes no network requests of its own; only the App Store or Google Play handles purchases.
Erase your game progress with Settings → Reset all progress, or delete all of the App's data by uninstalling it.
Details: see the Privacy Policy and the Account Deletion page.
7.0 TECHNICAL SUPPORT
7.1 CONTACT SUPPORT
We are a small team and we read every message. Whether something is broken or you just have feedback, we would love to hear from you.
Email: casefiles.support@newversion.studio Response time: within 48 hours for general inquiries (often faster)
The easiest way is Settings > Contact support. It opens your email app with a draft that already lists your app version, device model, operating system version, badge number (a random player ID), purchase status and phone region, so we can help without asking follow-up questions. You can read or delete any of it before sending. If your device has no email app, the App shows our address so you can write from any email service.
7.2 BUG REPORTS: WHAT TO INCLUDE
If you email us without using Contact support, please include:
A short description of the problem
The case and the question or app where it happened
Platform: iOS, Android or macOS
Device model (for example, iPhone 15, Pixel 8, MacBook Air)
Operating system version
App version and badge number (both shown in Settings)
The store you installed from (App Store or Google Play)
Steps to reproduce the problem
Screenshots or a screen recording, if helpful
For purchase problems: your order number or receipt from Apple or Google (never send payment card details)
Please avoid spoilers in the subject line.
7.3 SUBJECT LINE TEMPLATES
"Bug Report — [issue]"
"Purchase Issue — [description]"
"Question Seems Unsolvable — [case name]"
"Feature Request — [request]"
"Privacy Inquiry"
7.4 BEFORE CONTACTING SUPPORT
Restart the App, then your device.
Update the App and your operating system.
Try Restore Purchases if the problem is about a purchase.
Review this Support Guide.
A MESSAGE FROM OUR TEAM
Thank you for playing Trace a Phone. Every mystery is built to be solved by paying attention, and we hope you enjoy every clue you find.
If you have ideas, run into a problem, or just want to tell us about the moment it all clicked, write to us at casefiles.support@newversion.studio.
The Trace a Phone Team New Version Limited
END OF SUPPORT GUIDE
Need help? Contact us: casefiles.support@newversion.studio